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AbstractFull Text

Web 2.0 allows firms to implement innovative forms of communication and cocreation with customers. Despite the value of social media for tourism, few researchers have analyzed the content strategies of cruise lines on Facebook and Twitter. This study contributes by introducing a new approach to...

Author(s)
Tiago, T.; Couto, J. P.; Tiago, F.; Faria, S. D.
Publisher
University of the Aegean, Chios, Greece
Citation
Tourismos, 2017, 12, 3, pp 19-47
AbstractFull Text

This paper reports on a study on service recovery carried out on the prestigious Norwegian Coastal Voyage (NCV) or the Hurtigruten which is the brand name. The exploration is based on a collection of 51 service failure incidents of which 16 were recovered by the service provider. This paper...

Author(s)
Skaalsvik, H.
Publisher
International University College, Dobrich, Bulgaria
Citation
European Journal of Tourism Research, 2011, 4, 2, pp 157-179